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Support Specialist Associate


Description


All the benefits and perks you need for you and your family:

  • Benefits from Day One
  • Paid Days Off from Day One
  • Career Development
  • Whole Person Wellbeing Resources
  • Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Monday - Friday

Location: Remote

The role you’ll contribute:

The Supply Chain Contact Center Representative is the first point of contact for the resolution of both internal and external inquiries and requests, typically via phone, internet, and e-mail, related to Supply Chain Shared Services operations. Quickly analyzes customer concerns and needs. Resolves and/or coordinates resolution of issues in accordance with defined time limits. Initiates tickets, logs all interactions into a computerized call tracking system, and resolves or escalates appropriately. Acts as a subject matter expert on Accounts Payable and order requisitioning. Understands and prioritizes/assists high priority areas with the right sense of urgency. Demonstrates a command of corporate and hospital facility processes related to Supply Chain and Accounts Payable. Recognizes both persistent and outage issues and routes, communicates, and follows through with a high sense of urgency. Responsible for accurate troubleshooting of Tier1 Supply Chain and Finance issues. Knows when to escalate issues and how to communicate to various levels of staff in an appropriate manner. Routinely works with confidential information/records and exhibits the highest level of confidentiality.


The value you’ll bring to the team:

  • Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
  • Point of contact for all suppliers related to Accounts Payable concerns, payment terms, and follow up items
  • Interfaces with suppliers to determine shipment dates, proof of delivery, and backorders, on behalf of the customer
  • Demonstrates patience and ability to remain calm under stressful situations
  • Provides expert level Tier 1 support for Supply Chain operations, PeopleSoft, and other non-system related issues with minimal hand-offs and escalations
  • Accurate and timely documentation of issues and resolutions in the designated ticketing system, with a high degree of attention to detail
  • Prepares and processes all required documentation pertaining to the resolution of issues associated with the delivery of goods and services, requisitions, invoices, and vendor payments
  • Maintains and builds relationships with suppliers and hospital staff, as well as, other users of the PeopleSoft system
  • Uses procedures, policies, knowledge database, and other reference materials to assist in answering customer inquiries
  • Escalates high priority issues as appropriate and understands the concept of “patient impacting” events as well as priority customers and “special” handling situations
  • Has a thorough understanding of Supply Chain operations (Procure to Pay) and how to resolve all Tier 1 issues and concerns
  • Escalates and follows through on cross-functional issues properly and in a timely manner
Qualifications


The expertise and experiences you’ll need to succeed:

  • Associates degree or equivalent degree required or 2 years of related experience required
  • Minimum of one year of experience in customer service or information/technology position required
  • Skilled in providing quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints
  • Strong organizational skills, including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines
  • Experience in the healthcare industry preferred
  • Experience in a supply chain shared services organization preferred


This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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